Aviva provides insurance, savings and investment products to 34 million customers worldwide. It is the UK’s largest insurer with over 14 million customers and one of Europe’s leading providers of life and general insurance. Aviva combines strong life insurance, general insurance and asset management businesses under one powerful brand. The company is committed to serving its customers well in order to build a stronger, sustainable business, which makes a positive contribution to society.
Steve Whitby, UK & Ireland Director of Business Systems, Aviva
Lee Macey, Application Maintenance Lead, Aviva
Aviva selected TCS as a strategic partner to put together a list of the critical business processes that would require monitoring. It wanted the command center to proactively monitor an issue before there could be a major impact to the business, thus enabling the IT support teams to act on the alerts or events before an interruption or degradation.
The TCS-Aviva relationship began in 2004. In 2012, Aviva implemented some new monitoring tools for its underlying applications. TCS saw the opportunity to use this new tooling to provide an end-to-end service and that really started the command center, which allowed Aviva to see transaction across their suite of applications. TCS was instrumental in providing the best possible solutions or services on-board while working toward Aviva’s key objectives and command center by providing value-driven, cost-effective and innovation-centric services continuously.
Steve highlights, “What we done with TCS is really is transformational in terms of enabling improved customer service that will translate to bottom line in a number of ways. The lost business hour is clearly now a cost we are avoiding and more important really is that we are serving the customers effectively and that translates into real sales that we have made now that we wouldn’t have made if the services hadn’t been as good as it is.”
Steve emphasizes, “For me being able to rely completely on your partner is probably the single most important thing and that for me has been a differentiator for TCS….I don’t believe TCS have ever let me down. I don’t believe it’s in them to let a customer down and I don’t think they know how to do it.”
Steve highlights, “The other thing is all about the people, it’s all about the commitment to a long-term partnership and with TCS, we have seen that over a decade already. The team in TCS are absolutely determined to do the right job for their customers, for us and indeed for our customers as well.”